ICS ServiceManagement™ & ICS FirstImpressions™ Free Taster Session

You may have heard about these two customer service programmes from Accelerator and the Institute of Customer Service.

Come along to our taster session on Monday 22nd February 2010. We’ll be covering some of the key topics and demonstrating a few activities – enough to give you a flavour of what the full programmes could achieve. You will also learn how clients have successfully incorporated both of these programmes into their development process.

ICS ServiceManagement™
A 30-hour improvement programme for service leaders and managers. It is designed for delivery via group training which features a number of key elements: Setting team objectives, Communication, Creating a customer focused culture and Organising a team to deliver reliable customer service. Typically the programme is run over three one-day sessions, with additional self-study time built in to complete a real workplace assignment.


ICS FirstImpressions™
A 20-hour, activity-based training programme for front-line service staff. The programme gives participants a stimulating blend of information, ideas and knowledge to improve their customer service.

On successful completion of an ICS course, delegates are awarded an ICS Customer Service Foundation Certificate along with an individual membership to the Institute of Customer Service for 1 year.

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